Reply by Master Spas

Hi Elaine! We're sorry to hear that you were unhappy with the condition of your spa upon delivery. As I'm sure you've already been made aware of, we are only the manufacturer of the hot tubs. The company that did the sales and delivery would be a separate, independently-owned company. Any issues with the sales and delivery experience would need to be taken up with them. If you have any issues in regards to the operation of your spa, you can reach out to our customer service team at the factory by emailing customerservice@masterspas.com or by calling (800) 860-7727.
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We bought a spa at one of the expos in Watsonville, CA .The salesman, Ron, said we would have it before superbowl Sunday, that would be 2-3 months. It came and went, no calls, no updates.

The expo came back to Monterey in March, my husband went and talked to Ron in person and was told he put his name on the floor model. That was to be delivered in 2 weekends. He was so disgusted with the whole thing he agreed. The spa was delivered, filthy.

I had to clean with bleach and water, the filters were brown with *** It was disgusting! The guys that delivered were in shock.

I called Ron, our sales guy and at first he was going to deliver new filters, now tonight I get a message to "just use the filters that came with it and to call the office tomorrow".

I am not a happy customer, I will never recommend this company to anyone and I am going to be the squeaky wheel at every expo! This company sells a product that apparently they do not have in stocks, and use your money to fund their "expos"!

Preferred solution: Deliver product or service ordered.

Location: Watsonville, California

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